I provide the same text I have just sent to BBC Watchdog: I am reporting the diabolical state of customer service at very.co.uk In August 2013 a kettle I ordered was incorrectly delivered to my old address, despite email confirmation that I was to expect delivery at my current address. As a result, the kettle became 'lost in transit' and I received a refund. In September 2013, despite the refund being processed (again, have statement as evidence) the kettle was, once again, put on my account - £39 + £12 late payment fee. Since then I have made 4 phone calls to a premium rate number, endless emails (way over 10 now) and have written a formal letter of complaint (sent on 22nd October 2013). All of my attempts to resolve their error have been ignored or 'passed on' with no resolution. My account is now at £64 and rising every month, which is now affecting my credit rating. The reviews written on Trust Pilot and other independent review sites show that I am not alone in my experience. Please help!